Account Support Executive

Job Title:    Account Support Executive

Location: New Delhi

About Springer Nature

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature.

About the Brand

 Springer is a leading global scientific, technical and medical portfolio, providing researchers in academia, scientific institutions and corporate R&D departments with quality content through innovative information, products and services. Springer has one of the strongest STM and HSS eBook collections and archives, as well as a comprehensive range of hybrid and open access journals. Visit springer.com and follow @Springer1842 

About the Role

This position will report to the Account Support Manager, Sales Operations.

The Account Support role is responsible for supporting renewal sales activities and ensuring smooth contract execution, invoicing, and customer communication within the assigned region. The role works closely with Sales, Finance, Legal, Tax and other stake holders Customer teams to manage renewals, maintain accurate CRM data, and support daily operational activities.

The role of Account Support Executive is vital to the business and has direct impact on customer satisfaction. The account support role is continuously enhanced by team training and by facilitating personal development.

Job Responsibilities:

• Generate reports and analysis on renewal sales progress for assigned region, leveraging Data Analytics / Quantitative Skills to provide insights and support informed decision-making.
• Prepare renewals and planning (i.e. calculate journal licenses, calculate eBook quotes), demonstrating strong Action-Oriented behavior and Drives Results focus to ensure timely renewal readiness.
• Prepare (in CRM/ERP system) the quote and contract to trigger invoicing, applying strong Product and Service Knowledge and attention to detail.
• Ensure accurate invoicing and documentation to customers, exercising sound Decision Quality and maintaining high standards of accuracy.
• Provide first-level support to sales and customers on license agreement changes and amendments, using Consultative Selling skills and Product and Service Knowledge to address customer needs effectively.
• Be the first point of contact for customers regarding contract execution, fulfillment, and invoicing, demonstrating strong Collaboration and customer service capabilities.
• Coordinate all customer correspondence and agreements within the assigned region, utilizing Project Management, Collaboration, and Organizational Savvy to manage multiple stakeholders effectively.
• Proactively communicate with customers, align new contract terms and agreed fees, and obtain the customer’s signed license, applying Consultative Selling, Collaboration, and a strong customer-focused approach.
• Manage customer requests and provide assistance on daily operations (i.e. engage with customers to enhance customer data quality, answer questions connected to contract data or invoicing data), demonstrating Action-Oriented behavior and strong stakeholder management skills.
• Provide feedback and proposals to improve sales and support workflows (in systems) to work more effectively and efficiently, leveraging Marketing Performance & Automatization, Data Analytics / Quantitative Skills, and a continuous improvement mindset.
• Maintain excellent knowledge of the Salesforce CRM system and safeguard data quality in CRM, utilizing Data Analytics / Quantitative Skills and strong operational discipline.
• Reporting: Work with Sales to plan, drive, and track quarterly and yearly renewal closures, including large renewal management, demonstrating Project Management, Drives Results, Collaboration, and Decision Quality.

Skills, Experience and Qualifications:

• Bachelor’s degree with 2–7 years of experience in sales support or account support, preferably in the publishing industry.
• Strong attention to detail with excellent organizational and analytical skills.
• Good team player with strong interpersonal and communication skills.
• Comfortable managing customer expectations and coordinating across multiple stakeholders.
• Strong computer skills, including MS Word, Excel, and PowerPoint.
• Good knowledge of Salesforce CRM and commitment to maintaining accurate data quality.
• Ability to work effectively in a fast-paced, customer-focused environment.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.
Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion
If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodations.
For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers

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